alt Hacker News> That human would have also been hopelessly uninformed for all the same reasons.
Not really. At minimum, a half-way decent support person would ask a few people internally or search Slack before answering.
In fact, they would have likely already heard about the new product at lunch or something.
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Last time Coinbase had a breach I wrote in to support chat to see what I needed to do. They said there was no breach. I sent them a link to their own blogpost about it. They responded with "wow this is the fist time I'm hearing about this."
> At minimum, a half-way decent support person would ask a few people internally or search Slack before answering.
Of course not. The extremely vast majority of support staff aren't connected to "internal people" and certainly don't have any access to the main company's Slack.
Most of all, those people are paid very little on very tight length-per-interaction targets. They can't spend any time at all looking for stuff outside the docs package or chatting with peeps outside the immediate costaff.
Most chat support people were contractors hired from third party companies that were given dossiers about their products that were often quite out of date because poor management has always been a thing.